Tier 3 Customer Service Representative

Job-ID: 16686; Location(s): Broomfield, CO 

JOB DESCRIPTION SUMMARY

Responsible for ensuring delivery of excellent customer service through fast and accurate processing of orders, communicating and coordinating with other departments to resolve inquiries and discrepancies; answering general inquiries regarding pricing, products, scheduling, etc. Ensuring all pricing and customer information is accurate; reviewing and processing Return Merchandise Authorization (RMA) and Warranty claims; and ensuring customer loyalty and satisfaction. Responsible for updating and maintaining all internal process and help documents. Responsible for monitoring and accessing T1 & T2 phone and email quality. Work with supervisor to help provide feedback and mentor individuals as needed. Extensive knowledge of Viega LLCs products and services is required to succeed in this role.

JOB DESCRIPTION DETAILS

Return Merchandise Authorization

• Receives and reviews customer return request via email or facsimile; research customer information to obtain data required for RMA, including but not limited to quantity, date of purchase, price and part numbers; determines whether goods are within the return policy parameters based on company guidelines and procedures; determines appropriate return code for RMA.

• Contacts customer via phone or email to review RMA and processes; provides instructions regarding return, restocking fee, credit terms, or replacement; if applicable, discusses policy regarding special order or discontinued parts and associated shipping costs.

• Receives and reviews RMA from warehouse administrator; determines if changes need to be made due to material being damaged or in unsalable condition; contacts customer regarding order to determine whether items will be returned at their expense or scrapped; inputs data in SAP accurately and efficiently; releases credit to customer.

Warranty Claim Research

• Receive and review warranty claim information from District Manager and Supply Chain Services; enter customer information in Incident Record Database for technical review; upon review by Quality Assurance determine claim validity; contact customer to discuss credit information; issue credit utilizing SAP under the warranty claim guidelines and procedures.

Field Sales Support

• Provide support of Field Sales including returning customer phone calls, account and special pricing information and product availability obtained through SAP, pulls requested data and literature and forwards to appropriate individual.

• Provide sales and customer information to Field Sales utilizing Business Warehouse (BW) software and Customer Relationship Management (CRM) software; prepares associated reports as requested.

Customer Set-UP/Pricing

• Receives pricing information from sales for each customer; determines appropriate pricing schedule and sets up new account information in SAP, including but not limited to price break table, special price sheets, any category pricing, etc.

• Ensures all pricing, pricing calculators, and customer information is entered accurately, according to sales agreement.

• Investigates pricing discrepancies; if unable to resolve, contact sales to verify correct pricing information.

Back Order Reroute

• Manages backlog of assigned open sales orders, ensuring that orders flow through the order fulfillment cycle quickly.
  
  
• Confirms product availability in order to fulfill customer orders; reroutes orders as necessary based on stock availability; cross-references part numbers as needed.

Customer Service

• Answers general inquiries regarding pricing, products, scheduling, etc.

• Provides order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.

• Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement.

• Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions.

Quality Assessments

• Listens to Tier 1 and Tier 2 calls and performs assessments on call quality.

• Provides feedback and coaches on call quality.

Documentation and Training

• Reviews knowledge base submissions by Tier 1 & Tier 2 agents to check for accuracy.

• Creates knowledge base articles as needed.

• Periodically reviews and/or creates process guides and QMS documentation.

• Train existing and new employees based on need and subject matter knowledge.

Other

• Attends meetings as required and/or assigned.

• Performs other duties as required and/or assigned

• Attends meetings regarding new products and procedures in order to gain knowledge to better serve internal and external customers.

Special  Job Dimensions

• Will be required to travel up to 10% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

• Knowledge of computer programs including Microsoft Word, Excel, Outlook, SAP and CRM
• Professional phone/follow-up skills
• Excellent customer service skills
• Strong interpersonal, written, and oral communication skills
• Ability to multi-task
• Excellent organizational and prioritization skills
• Ability to enter orders accurately with minimal errors
• Ability to handle difficult situations and determine appropriate resolution
• Ability to obtain and maintain product knowledge
• Ability to pay close attention to details
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Ability to adhere to the highest standards of quality while continually performing at the highest possible level.

Education, Certification/License & Work Experience

• Internal Viega LLC experience is required with a proven track record of strong technical knowledge.
• High School Diploma or equivalent

AND

• 3-5 years of related customer service/support experience

Associate’s Degree, preferred

Equivalent combinations of education and experience may be considered.

Total Rewards Package:

Compensation

• Base: $56,000 to $68,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company’s performance and their own individual performance.

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

Application Window

• Posting date: 11/13/2024
• The application deadline for this job is: 12/19/2024

Your contact person:

Brad Kerwin